Technical Support Engineer (VTS)
Core
Respond to inbound billing and technical service requests via phone and email, diagnose software defects and misconfigurations, and manage service outages for cloud solutions.
Role type
Senior IC Technical Support Engineer (SaaS/Cloud)
Builds
Service desk processes, incident response workflows, and customer success outcomes
Domain
SaaS, Cloud Infrastructure, Billing Systems
Deliverable
client delivery
Required skills
Troubleshooting SaaS cloud solutions, Microsoft O365 expertise, incident management, root cause analysis, system monitoring, vendor coordination, API protocol understanding (JSON, REST, OAuth), database management (MySQL, MSSQL, PostgreSQL), web server administration (Apache, IIS)
Preferred skills
Linux environment familiarity, scripting (Bash, Python, PowerShell), containerization (Docker, Kubernetes), ITIL certification, cloud platform experience (Azure, AWS, GCP)
Technologies
Microsoft O365, Symantec, Acronis, Dropbox, Apache, IIS, MySQL, MSSQL, PostgreSQL, JSON, REST, OAuth, Docker, Kubernetes, JIRA, Confluence
Responsibilities
Respond to inbound billing and technical service requests; diagnose software defects and misconfigurations; manage service outages and performance degradation; monitor systems and handle events; triage issues to internal and external teams; contribute to service desk process development; interact with vendors and resellers
Seniority
Mid-level, hands-on IC